Refund Policy

1. Overview

At Punch Pizza, customer satisfaction is our top priority. We are committed to providing high-quality food and exceptional service. This Refund Policy outlines the terms and conditions under which refunds may be requested and processed.

We understand that occasionally issues may arise with orders, and we have established clear procedures to address these situations fairly and promptly. Our policy is designed to protect both our customers' interests and maintain the operational integrity of our business.

2. Eligibility for Refunds

To be eligible for a refund, the following conditions must be met:

Timeframe Requirements

• Food Orders: Refund requests must be made within 2 hours of delivery or pickup
• Catering Orders: Refund requests must be made within 24 hours of the scheduled event
• Gift Cards: Refund requests must be made within 30 days of purchase (unused cards only)
• Merchandise: Returns accepted within 14 days of purchase in original condition

Proof of Purchase

Valid proof of purchase is required for all refund requests, including:

• Original receipt or order confirmation
• Credit card statement showing the transaction
• Online order confirmation email
• Valid order number from our system

Product Condition

For food items, refunds are available when:

• Food quality does not meet our standards
• Order was prepared incorrectly
• Items were missing from the order
• Food safety concerns are present

3. Non-Refundable Items

The following items and services are not eligible for refunds:

• Consumed Food: Items that have been completely consumed (unless quality issues were present)
• Custom Orders: Specially prepared items made to customer specifications
• Promotional Items: Free items received through promotions or loyalty programs
• Digital Products: Downloaded coupons, digital gift cards after redemption
• Third-Party Services: Delivery fees charged by external delivery partners
• Expired Items: Gift cards or promotional offers that have expired
• Change of Mind: Orders cancelled due to customer preference changes after preparation has begun

4. Refund Process

To request a refund, please follow these steps:

Step 1: Contact Our Support Team

• Call us at +1 859-710-8877 during business hours
• Email us at [email protected] with your order details
• Visit our location at 7847 Tanners Ln Suite 100, Florence, KY 41042
• Use the contact form on our website

Step 2: Provide Required Information

• Order number or receipt information
• Date and time of purchase
• Detailed description of the issue
• Photos of the product (if applicable)

Step 3: Review and Approval

• Our team will review your request within 24 hours
• We may request additional information or documentation
• Approval or denial notification will be sent via email

Step 4: Refund Processing

• Approved refunds will be processed within 3-5 business days
• You will receive confirmation once the refund has been initiated

5. Refund Methods

Refunds will be processed using the following methods:

Original Payment Method

Refunds will typically be issued to the original form of payment used for the purchase:

• Credit Cards: 3-5 business days for the refund to appear on your statement
• Debit Cards: 3-7 business days depending on your bank
• Cash Payments: Immediate refund available at our location
• Digital Payments: 1-3 business days for most digital wallet services

Alternative Refund Methods

In certain circumstances, we may offer:

• Store credit for future purchases
• Gift card equivalent to the refund amount
• Replacement items of equal value

Processing Timeframes

Please note that while we process refunds promptly, the time it takes for the refund to appear in your account depends on your financial institution's processing times.

6. Exchanges

We offer exchanges as an alternative to refunds in many situations:

Exchange Eligibility

• Incorrect orders can be exchanged for the correct items
• Defective merchandise can be exchanged for identical items
• Size or style preferences (for merchandise) within 14 days

Exchange Process

• Contact us using the same methods as refund requests
• Return the original item (if applicable)
• Receive the replacement item at no additional charge

Exchange vs. Refund

Exchanges are often faster to process than refunds and help ensure you receive the product or service you originally intended to purchase. We encourage customers to consider exchanges when appropriate.

7. Damaged or Defective Items

We take special care to ensure all products meet our quality standards, but occasionally issues may occur:

Immediate Action Required

• Report damaged or defective items immediately upon receipt
• Do not consume food items that appear unsafe or contaminated
• Preserve the item and packaging for inspection if possible
• Take photos to document the condition

Resolution Options

For damaged or defective items, we offer:

• Full Refund: Complete refund of the purchase price
• Replacement: New item at no additional charge
• Store Credit: Credit for future purchases plus compensation for inconvenience

Quality Assurance

Reports of damaged or defective items help us improve our quality control processes. We investigate all such reports and take corrective action as needed.

8. Contact Information for Refund Requests

What to Include in Your Request

To expedite your refund request, please include:

• Your full name and contact information
• Order number or receipt details
• Date and time of purchase or delivery
• Specific reason for the refund request
• Photos or documentation (if applicable)
• Preferred refund method

Response Time

We strive to respond to all refund requests within 24 hours during business days. Complex cases may require additional time for investigation, but we will keep you informed of our progress.

Additional Terms

This Refund Policy is subject to the following additional terms:

• Refund decisions are made at the sole discretion of Punch Pizza management
• This policy may be updated from time to time with notice posted on our website
• Disputes not resolved through our refund process may be subject to our Terms of Service
• Local and federal consumer protection laws apply where applicable
• Special promotions may have different refund terms which will be clearly stated

For questions about this Refund Policy, please contact us using the information provided above. We are committed to fair and transparent business practices and will work with customers to resolve any concerns.